Customer Service - Senior Personal Banker

NatWest Group; Swansea; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading banking institution is seeking a Senior Personal Banker in Swansea to support customers with their financial needs. The role involves promoting digital services, conducting financial health checks, and building strong customer relationships. The ideal candidate will have experience in customer service, excellent communication skills, and be eager to develop professionally. This position offers a competitive salary, generous benefits, and a supportive work environment.

Benefits

Flexible reward programme

36 days holiday entitlement

Retirement fund contribution

Qualifications

• Experience in a customer service environment.
• Ability to coach and work with a team.
• Excellent communication and planning skills.

Responsibilities

• Support customers via video banking or in-branch.
• Conduct Financial Health checks and review accounts.
• Build relationships and trust with customers.

Skills

Customer service experience

Communication skills

Organizational skills

Interpersonal skills

Ability to work under pressure

Tools

Microsoft Office Suite

Job description

Join us as a Senior Personal Banker in Swansea

• You’ll proactively support customers, helping them realise the full benefits of our service through our digital channels, as well as helping them with more complex financial needs such as home buying and protection
• With no two days the same, you can expect lots of variety as you help us deliver a banking service that's beyond what's expected
• We’ll support you to achieve the Professional Bankers Certificate and build on your existing skills with a full training and development programme
• This job does not meet Skilled Worker visa sponsorship requirements

What you ll do

As a Senior Personal Banker, you’ll be in the perfect place to build great relationships with our customers, as well as proactively promote the benefits of our growing range of digital services to simplify and enhance their banking experience.

Our customers will look to you to support them in their decisions as to how they bank with us. You’ll act as a trusted expert, providing them with the knowledge they need to make the most of their money. With an emphasis on the delivery of our popular and insightful Financial Health check, you’ll make sure they re fully informed when it comes to the products and services we offer.

Day to day, you’ll be:

• Meeting and supporting customers via video banking from home or face to face in a branch
• Conducting Financial Health checks and reviewing customer accounts
• Identifying products and services that are right for our customers, helping them to make the most of their money and savings
• Identifying opportunities to help customers with more complex needs such as mortgages, private banking, business banking and protection
• Completing outbound care calls to customers to grow and maintain the relationship

The skills you ll need

We’re looking for organised, self-motivated and diligent individuals with a passion for delivering excellent customer service in every interaction. You’ll also be motivated and driven to develop your own career and meet branch and personal goals. As a trusted adviser you’ll strive to improve standards for our customers, looking for ways to make their lives easier and taking the stress out of banking.

We’ll also be looking for you to demonstrate:

• Experience of working in a customer service environment with the ability to thrive under pressure and achieve customer satisfaction
• The ability to work with and coach the branch team to acquire, grow and retain quality customer relationships via regular customer care calls
• The ability to build rapport and trust with customers in both face to face and virtual environments and provide them with the right options for their circumstances
• Excellent communication and interpersonal skills with a genuine interest in building relationships
• Excellent planning and organisational skills

We also support and encourage applications from people who speak, or are learning to speak Welsh.

How we ll reward you

You’ll join us on a competitive salary starting of £26,350, pro rata for the hours you work.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 36 days, pro rata for hours worked
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page .

What else you need to know

Your working pattern

You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm and will include some bank holidays. This is an office first job, so all of your time will be spent in the branch.

Your learning journey

Your journey starts with a comprehensive training programme where you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support, and study towards a recognised external qualification that will open the door to further career opportunities too.

As well as this, you’ll have:

• A relevant professional qualification
• Excellent interpersonal and communication skills, and the ability to build rapport and trust with customers in both a remote and face to face environment
• Excellent planning skills, with the ability to prioritise well, make decisions on the most effective use of time, and work unsupervised
• Experience of working with the Microsoft Office suite, customer databases, and software programmes